Kommo is upgrading its WhatsApp integration from the WhatsApp Business API to the new WhatsApp Cloud API. This transition offers a more stable, intuitive, and cost-effective solution that connects directly with Meta's Cloud API. With this direct connection, the WhatsApp Cloud API benefits from immediate access to all updates and new features announced by Meta. Another significant advantage is that there are no additional Kommo fees on top of Meta's conversation prices.
To ensure the best experience for our users, we strongly encourage you to migrate your numbers to the WhatsApp Cloud API. Rest assured, your contacts and chat history will remain intact after the migration. We’ve also built in a feature to make the migration as seamless as possible, allowing you to continue messaging in previously created chats.
As part of our commitment to providing a superior WhatsApp integration, we have decided to discontinue support for the WhatsApp Business API.
In this article, you’ll learn about:
What will happen to WhatsApp Business API users?
Starting October 1, 2024, Kommo will no longer maintain or support the WhatsApp Business API integration. While your phone numbers will remain active, we cannot guarantee that the integration will continue to function properly. Here’s what this means:
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No API updates: The WhatsApp Business API integration will no longer receive updates, including new features and bug fixes.
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No customer support: Kommo will no longer provide customer support for the WhatsApp Business API integration.
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No top-ups: As of September 20, 2024, you will not be able to top up for the WhatsApp Business API. If you plan to continue sending paid messages (start a conversation with messaging templates) after this date, make sure to top up your balance before September 20.
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No new numbers: You will no longer be able to connect new numbers to the WhatsApp Business API.
The benefits of WhatsApp Cloud API
Switching to the WhatsApp Cloud API offers several advantages over the traditional WhatsApp Business API:
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No additional fees: Kommo does not charge the $0.002 per message fee that was applied with the WhatsApp Business API.
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Increased stability: The WhatsApp Cloud API integrates directly with Meta, eliminating third-party intermediaries. This direct integration resolves issues faster.
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Enhanced features: The Cloud API supports interactive features, such as quick reply buttons, list messages, media templates, and even message reactions.
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24-hour customer service window: The WhatsApp Cloud API includes a 24-hour timer that starts when you receive a message from a client and closes 24 hours after the last client message. This feature was not available with the WhatsApp Business API.
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Customizable source names: The Cloud API allows you to customize source names, giving you more control over your messaging processes.
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Advanced statistics: The WhatsApp Cloud API offers more detailed statistics compared to the WhatsApp Business API. New categories include:
Conversations: Track free entry conversations, free tier conversations, regular paid conversations, and the total number of conversations. You can also see the total cost of all conversations.
Templates: Monitor the number of templates sent, delivered, read, and clicked.
Messages: Keep track of messages sent and delivered.
We continuously update our Statistics section to provide you with the most comprehensive data. Check back regularly for new parameters and insights.
How to request a refund for the remaining WABA balance
If you decide to migrate your number and still have funds remaining in your WABA balance, you can request a refund. Simply contact our support team to start the refund process. You can do this by going to the Help Center in your Kommo account and clicking on Chat with support. We are here to assist you every step of the way.
How to migrate the number to WhatsApp Cloud API
Kommo aims to make your transition to the WhatsApp Cloud API as smooth as possible. We have introduced a source merging feature that allows you to:
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Continue Conversations: Keep the chat history and continue messaging in existing conversations.
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Transfer Templates: All previously created messaging templates will be transferred automatically.
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Reset Automations: Bots and triggers will be automatically reset to work with the new Cloud API.
For a detailed step-by-step guide on migrating your number from the WhatsApp Business API, refer to our article in the Migrating from WhatsApp Business API (WABA) integration section.
If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.
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